Experience Inc. Jobs

Job Number 24140264

Job Category Rooms & Guest Services Operations

Location W London, 10 Wardour Street, London, England, United Kingdom

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

POSITION SUMMARY

First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience.

JOB SUMMARY

As a Welcome Ambassador at W London, you will play a vital role in providing exceptional guest service and ensuring smooth arrivals and departures. Your responsibilities will include warmly greeting guests, assisting with luggage, providing information about the hotel and local attractions, arranging transportation, and maintaining a professional and welcoming atmosphere in the lobby and entrance areas.

CRITICAL TASKS

Greet/Escort Guests

• Open doors and assist guests/visitors entering and leaving property.

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

• Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

• Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage.

• Transport guest luggage to and from guest rooms and/or designated bell area.

• Assist with luggage storage and retrieval.

• Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.

• Arrange transportation (e.g., taxi cab, shuttle bus, limousine/sedan service) for guests/visitors, and record advance transportation request as needed.

• Communicate parking procedures to guests/visitors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way).

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

• Thank guests with genuine appreciation and provide a fond farewell.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Assist other talent to ensure proper coverage and prompt guest service

Communication

• Speak to guests and co-workers using clear, appropriate, and professional language.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Talk with and listen to other talent to effectively exchange information.

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

CANDIDATE PROFILE

• Fluency in English

• Experience in the Luxury Segment is an advantage

• Work Permit for UK is required

• Customer Service Orientation

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.